Seller Fulfilled Prime FAQ

When is the cut-off time for shipping?

Regardless of the shipping speed selected by the customer, Prime orders must be dispatched on the same day the order is received, as long as the customer places the order before the cut-off time (1:00 p.m. on the website, 2:00 p.m. on your system). Orders received after this time will give a "must-ship-by" date of the following business day. For instance: a Prime order placed at 10:30 a.m. on a Tuesday needs to be shipped on the same day; however, if it was placed at 4:00 p.m., it would need to be shipped by the following business day. Click here to have more details on the program terms.

Can the cut-off time be changed?

The cut-off time cannot be moved.

Do I have to ship on Saturdays and Sundays?

All Seller Fulfilled Prime orders will have a one business day promise. This means One-Day Premium as well as Two-Day Premium orders placed after the cut-off time on Friday will be promised to arrive on Tuesday.

One-day shipping ordered on (before cut-off)	Delivery day to the customer
Monday	Tuesday
Tuesday	Wednesday
Wednesday	Thursday
Thursday	Friday
Friday	Saturday
Saturday	The next Tuesday
Sunday	The next Tuesday

What happens to orders after cut-off? When do I ship those?

All orders received after cut-off should be sent the next day. For orders received after cut-off on Friday, they should be shipped on the next Monday. Look for the Expected Dispatch date in the order to verify when the order should be shipped.

How do I make a claim against my Prime carrier?

If you have linked your Royal Mail Business Account with Buy Shipping and wish to file a claim, please refer to this link. If you use the Royal Mail Drop Off services, you can use this link.

Click here to see the help page on carrier operational issues to understand how to file a claim to DPD.

How do I treat orders from other countries? What do I have to be conscious about?

You have two options:

• You do not have to do international shipping. Go to Shipping Settings, click on Prime Template, Edit and then Delete the international shipping.
• If you want to ship internationally, you have to ship via the Seller Fulfilled Prime partner carrier, using the respective international shipping label available in Buy Delivery Services.

Do I have to offer Prime to Austria and German islands?

Yes, this is a part of program requirements. All German marketplace sellers must offer Prime not only to Germany but also to Austria and off-mainland Germany. If you are enrolled in Regional Prime, you can exclude Austria from your Prime regions.

Where can I review my Prime template once it is set up?

Go to your Shipping Settings, and select your Prime template from the templates on the left hand side.

How do I add more selection to Seller Fulfilled Prime?

There are three ways to assign ASINs to the Prime template. The first uses the Amazon Selling Coach tool which pre-populates a recommended selection for Seller Fulfilled Prime. The second allows you to assign your ASINs one at a time manually via the Manage Inventory section of Seller Central. The third way allows you to assign ASINs in bulk by file. Click here to have more details on how to assign SKUs to the Prime template.

Do I have to enroll my complete product portfolio in the program?

No, Sellers can choose which ASINs to add to the program. Adding an ASIN to Seller Fulfilled Prime is achieved simply by assigning Prime Shipping Template to the ASIN.

Can FBA and Seller Fulfilled Prime be used simultaneously?

Yes, the seller can be enrolled in FBA and Seller Fulfilled Prime simultaneously. However, we recommend assigning one ASIN to one program.

Can MFN and Seller Fulfilled Prime be used simultaneously?

Yes, the seller can be enrolled in MFN and Seller Fulfilled Prime simultaneously. However, we recommend assigning one ASIN to one program.

Can I list ‘Hazmat’ products in this program?

Sellers can enroll ‘Light Quantity (LQ) Hazmat’ products in the program. However, they require special labeling that must be met. Also, ‘Hazmat’ products will not get pre-paid return labels unlike other products and sellers are responsible for providing Hazmat return labels to customers, should they wish to return the product.

Why doesn’t the Prime badge show on the detail page during the trial period?

To protect the Prime promise, we withhold the Prime badge from appearing on the detail page until the seller has successfully demonstrated the ability to meet Prime requirements by passing through the trial period.

How do I print MFN Prime shipping labels?

Sellers can print shipping labels through MSS (Buy Delivery Services) in Seller Central.

Do I have to purchase Prime shipping labels for ALL Prime orders – even Prime orders with Standard Delivery?

Yes, sellers have to purchase shipping labels through ‘Buy Delivery Services’ for all Prime orders irrespective of the delivery speed.

Do I have to purchase Prime shipping labels for ALL customers – even non-Prime customers?

Yes, if the order is on a Seller Fulfilled Prime ASIN, then sellers need to purchase Prime shipping labels for ALL customers, even non-Prime customers.

Can I charge shipping for non-Prime customers?

Yes, sellers can charge for Standard delivery speed. For premium delivery (One-day and Two-day), sellers can also charge shipping cost to non-Prime customers. This setting can be made in prime shipping template.

What do I do if a customer buys multiple ASINs in an order and they don’t fit into one shipping box?

Orders can be split in more than one package. However, every package should have a separate shipping label.

What do I do if a single ASIN doesn’t fit into one shipping box?

Such ASINs should not be enrolled in the program right now.

Where can I find an overview of the Prime shipping labels I bought?

Sellers can go to Reports > Payments > Transaction view > Filter view (delivery labels purchased through Amazon) > Run the report.

I can’t buy a label in Buy Shipping Services. What can I do?

Please ship the package with your own shipping carrier. Then go to Orders and click Confirm dispatch.

What to do if the new shipping options for "Ship by Region" (SBR) are not active yet?

The new Shipping Settings provides you with features to help you expand your shipping options.

New capabilities:

• Create up to 20 shipping templates to manage your shipping preferences, and then assign your SKUs to the desired template using the Manage Inventory or Inventory Loader file.
• Be able to set separate ship charges by region for Premium (e.g. Two-Day where available) or Expedited Shipping.
• Choose which international countries you ship to and set country specific shipping rates (for non-media items).
• Be able to set shipping fees for Standard delivery for non-Prime customers.

Update to your existing Shipping Settings:

• Shipping Overrides were not migrated to the new Shipping Settings. This feature is deprecated and replaced by the new shipping templates based functionality. See Migrate to the New Shipping Settings for more information. Shipping Overrides will not function once you migrate to the new Shipping Settings. Uploading this file will result in errors, and overrides will not upload.

Can I ship non-conveyable parcels?

Non-conveyable parcels require additional handling and therefore surcharges apply. To identify surcharges early, we recommend that you check the monthly invoices provided by your carrier with the amount charged for shipping labels in Seller Central. You can check this in Seller Central via Reports > Payments > Transaction view > Transaction type “Delivery labels purchased through Amazon“ > Update.

Buying incorrect shipping labels or shipping non-conveyable parcels can lead to delays in carrier operations and cause a negative customer experience. Delays in carrier operations can affect your On-time Shipment rate. If your On-time Shipment rate metric falls below the required levels, your enrollment in the program may be revoked and the Prime badge may be disabled on your offers.

Can I ship oversize parcels?

Oversize parcels require additional handling and therefore surcharges apply. To identify surcharges early, we recommend that you check the monthly invoices provided by your carrier with the amount charged for shipping labels in Seller Central. You can check this in Seller Central via Reports > Payments > Transaction view > Transaction type “Delivery labels purchased through Amazon“ > Update.

Buying incorrect shipping labels or shipping oversize parcels can lead to delays in carrier operations and cause a negative customer experience. Delays in carrier operations can affect your On-time Shipment rate. If your On-time Shipment rate metric falls below the required levels, your enrollment in the program may be revoked and the Prime badge may be disabled on your offers.

What happens if I buy smaller parcel labels than the actual parcel size?

You need to buy the correct shipping labels based on actual package dimensions. Carriers generally measure every parcel during the shipping process in their depot via a laser scan. If the measured package dimension exceeds the size you indicated in Seller Central (for example, you buy a DPD “S” label but the parcel has DPD “L” dimensions), you will be charged for the difference. The carrier will always charge and invoice the actual shipping size and Amazon will charge any differences to your selling account. For more information, go to DPD service overview and Hermes service overview.

To select DPD’s correct package size (XS – XL), calculate “shortest side + longest side”. Hermes package sizes are measured in liter. To calculate liters, use this formula: height x length x width / 1000 = liters. Always measure package size and not the size of the item to calculate parcel sizes. We only accept the package size in centimeters. You can add the package size of shipping labels bought in Seller Central through the following path Orders > Manage Orders > Unshipped > filter for shipping service Prime > Buy shipping > Packaging and Weight > Change parcel dimensions.

Buying incorrect shipping labels or shipping non-conveyable or oversize parcels can lead to delays in carrier operations and cause a negative customer experience. Delays in carrier operations can affect your On-time Shipment rate. If your On-time Shipment rate metric falls below the required levels, your enrollment in the program may be revoked and the Prime badge may be disabled on your offers.